Re: Effective Knowledge Capture during initial KB setup in a IT support environment #call-center #knowledge-capture
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When you use the term “triage” I take it that you are referring to a variety of incoming calls that range over broad categories of questions/answers?
First, I understand the content aggregation process you plan, and secondly, I think I understand the technical functions that would be required to deliver the solution.
(1) A true triage system is about sorting questions into categories. It assumes that the end solution/answer is unknown. That through a series of questions and answers, the system will weave through the Q&A maze resulting in a precise answer, or a most probable answer. All the agent has to do is to get the top category of the modeled on their screen.
(2) Another technical model could be a continuous flow model. This model is typical of a waterfall model that simply requires a user to click through a series of questions and answers that are connected together in a unified structure. The typical waterfall model has clearly defined interconnecting steps that ultimately arrives at a definitive answer. So if your client’s customers ask the same questions, that ultimately end at the same answer, then this model might be a best option for you.
(3) The other, and more labor intensive, and less intelligent solution is the search and display model. Search topic: “system not working” Result: an article is displayed relating the question that instructs the agent how to answer the call.
If I have to call customer support for personal or business reasons, I most always ask the question, "what else is it that I need to know?" In most cases, this question totally stumps the agent. The reason for this is because they are being treated as robots, or an extension of the technology they are using, and they don’t how how to respond beyond what they are being told.
For this reason, I like model one or two because both the agent and the customer gain insight and understanding into the question/answer as they use those models.
Dennis L. Thomas
Leveraging Organizational Knowledge
On September 4, 2021 at 10:04:51 AM, Elizabeth Raju (elizabethraju@...) wrote: